ibm global technology services it skills: local sourcing vs global sourcing - what are the...

IBM Global Technology Services

IT skills: Local sourcing vs Global Sourcing- what are the implications for IT education in DK?

Søren Damgaard IBM Denmark

© 2009 IBM Corporation

IBM Global Services EMEA

Confidential © 2005 IBM Corporation


© 2008 IBM Corporation2

IT skills in demand from universities world wide

IT development skills (programming, database,..) Data network skills (WAN/LAN) Database skills Middleware skills ERP skills Application specific skills IT architecture skills Infrastructure support skills

– Server operation

– Database operation

– Optimisation

Industry/domain specific skills combined with IT skills IT project Management skills





Customers are outsourcing within a broader portfolio

Responsive – Focused – Variable - Resilient

Learning S

ervicesH

elp

Des

k

ApplicationEffectiveness

& Rapid Development

Application Management Outsourcing

ContinuousInnovation

Custom/Legacy

Applications

PackagedApplications

Business Transformation Outsourcing

Human Resources

ProcurementCRMFinance and Accounting

Managed Infrastructure OutsourcingEnterprise ServersDistributed ServersWeb Hosting

NetworkDesktopStorage

DatabaseGroupwareDisaster Recovery

Implementation / Rollout / Consolidation





Local skills vs Global skills

Decision parameters on Local vs Global– Scarcity of IT resources at local level

– University IT skill levels availably at global level and not at local level

– Local Language requirement yes/no

– Legislation dependencies prohibiting Global sourcing

– Cost efficiency pushing towards Global Sourcing

– Global customer versus local smaller customer

– 24x7x365 availability favoring working with the ’sun’

– Industry or domain knowledge that normally requires ’high BNP’ expertise

– Creative solutions, out-of the box thinking, not obvious how to get from A to B

– Cultural inhibitors





IBM Global Delivery Centers leverage IBM technology to provide services

Server operations

Second-level support

Third-level support Systems management Midrange technical support z/OS® technical support Print technical support

Business management Engagement/transition

- Problem resolution- Change execution- Server monitoring- Performance management- Availability management- Capacity management- Configuration management- Security operation

- Problem resolution (third level)- Change execution (third level)- Systems management support- Remote backup/recovery support- Midrange application/database support- zOS application/data management support- zOS system programming

- HR, finance, business operation- Solutions, engagement, onboarding

Cus

tom

er s

ervi

ce c

ente

rfir

st-l

eve

l sup

por

tGlobal Delivery center

Command center

Tec

hnci

al

supp

ort

mid

rang

e

Tec

hnic

al

supp

ort

mai

nfra

me

Tec

hnic

al

supp

ort

prin

t

Server hosting service Managed storage service Backup/recovery service

- Server hardware hosting- MSS/backup/recovery- On Demand hosting- Hardware maintenance

Data centers

Ons

ite s

uppo

rt

Ser

vice

man

agem

ent

= Within scope of Global Delivery center

Network services

End-user services

Security risk and asset management

- First-level customer service center- IMAC coordination- Customer service center “back office“ processes

IMAC coordination ID administration Agent scheduling

- Infrastructure, utilities, firewall, VPN and host networking support- Transport, premise equipment, mobility and call center support- End-to-end network mgmt, GNMC- Provisioning of voice and data circuits and services from telecom vendors

Data Voice Network mgmt operation Purchased telecom

Infrastructure protection/ system currency Identity andaccess/compliance

- System registration/standard-user provisioning- Enterprise compliance





Consistent client service through pan-EMEA competencies

Pan EMEA Competencies

Mission

Server Systems Operations

Management and operation of all server environments including 390 host environments, AS/400, DEC, RISC midrange environments, distributed RISC and CISC server environments as well as web content hosting server farms.

Service Management Accountable for the 'end to end' delivery of contracted services to the satisfaction of IBM's customers. Service Level management and customer relationship are key components.

Customer Service Centre Single Point of Contact (SPOC) for customer end users, irrespective of the type of service (i.e. mainframe, midrange). Services include problem analysis, call management and security functions such as password resets.

Distributed Computing Services

All services unique to end-user computing environments, including moves/adds/ changes, desk side support and other services in support of distributed end-users.

Network Service Delivery Manage customer's physical and logical wired/wireless LAN, WAN, MAN and Internet technologies, inter-networking devices and the wiring (cable, fibre and circuit) that connects them.

Outsourcing InfrastructureSolutions

Developing Offerings and Services which utilise both IBM and other market leading technologies and processes to improve control, reduce risk, manage cost and increase productivity through effective management of the operational environment.





Example of IT specialist Development skills map

Global Delivery Level / Importance

YES 1. Prerequisite Skill:

A practitioner must have this skill before pursuing an assignment in development.

YES 2.Fundamental Skill:

A practitioner should focus on obtaining these fundamental skills to be effective in a development assignment. These are the first skills to gain and master.

YES/NO 3. Secondary / Advanced:

A practitioner should pursue growing skills in these areas to advance as a developer and prepare himself/herself for a leadership role.

NO 4. Expert skill: A practitioner who has gained these skills and the skills on the other levels is equipped to be a senior developer and technical lead.





IT Competencies and Global Delivery Y/N

End-User support GD: Yes skill level 1-4– Remote workstation support

IT specialist’s GD: Yes skill level 1+2 – Development– Database– Network

IT Project Management GD: skill level 1+2 Infrastructure support roles GD: Yes skill level 1-3

– Server Operation (midrange and Mainframe)– Database management – Systems management– Application hosting

IT ITEL Service Management GD: skill level 1-3 IT architect’s GD: No IT Customer facing roles GD: No IT strategy GD: No IT Industry competency GD: No





GDC location profileLocation Language Skills Competencies

Bangalore, India English Helpdesk, Midrange, Intel, Networks, Limited Mainframe, AHS, Problem & Change Management, Reporting, TPD, OIS, IT Security, CIRATS, Project Management, SSO Operations

Full scope

Brno, Czech Republic English is core language for all services. CSC support in English, French, German, Italian, Eastern European, Spanish.

Helpdesk, Midrange, Intel, Networks, Limited Mainframe

Full scope

Buenos Aires, Argentina

English, Spanish are core languages. Helpdesk, Midrange, Networks, Userid Mgmt, Tivoli, Unix, E-Business, Wintel, Command Centre Ops, Systems/Database Admin

CSC, SSO, OIS, NSD, IT Security (all commercial)

Dublin, Ireland English, Nordic languages are core languages. French, German, Spanish, Dutch, Italian, Portuguese also supported.

Helpdesk CSC, IGA

Johannesburg, South Africa

English, Dutch, French, German, and Portuguese are core languages. Italian and Spanish are also supported.

Helpdesk, Midrange, Intel, Mainframe, Networks

Full scope

Shenzhen, China English is core language. German is under development, Japanese support is planned.

Midrange, Intel, Mainframe, Tivoli SSO, IGA, SSM

Székesfehérvár (SFV), Hungary

English, German ERP, Mainframe (MVS/VM), Midrange (Wintel/Unix), Tivoli, Security, Storage

SSO, OIS





The Combination of Technology Automation and Process & Tool Automation leads to the most efficient Delivery

-

Business ServiceManagement

Manage using business priority, manage service levels

savings in SLA reportingsavings on time for root cause determination,

downtime

Infrastructure Orchestration

Sense, triggers, respond according to business goals

Increase resource utilization reduced admin time

Availability

Ensure Health and appropriate

functioning of IT

higher first call close

Security

Protect informationassets,

confidentialityand data integrity

Reduced admin timeReduced access time

Optimization

Ensure most productive utilization

of IT

greater utilization fewer batch restarts

Provisioning

Make available right resources to right

processes and people

Less capital outlayReduced staff req.s

ResourceVirtualization

Single, consolidated, logical view of and easy access to all available resources in a network

Saving in physical consolidation Increased storage utilization

Automation

Target:Industrialization of

delivery by using automated processes and tools for virtualized data center.

Approach:Enable end to end

Systems ManagementMaximize the utilization

of GDC Staff by automation tool

Transform the Data Centers into dark sites

Fully use automation capabilities in the dark sites

Transfer of tasks to end users without losing service quality and satisfaction (e.g. Service Portals)

Result: Significant reduction of

overall staff costs in excess.

Full utilization of economies of scale

AutomationProcesses





Recommendations for IT education profiles in DK

IT skills within computer science & hard-core IT skills will ’always’ be in demand locally because demand/supply is highly unbalanced

– Public Sector and SMB segment will continue to demand these skills – however international companies will due to scarcity and or cost look for alternatives globally

’generic’ computer science skills and hard core IT skills will grow dramatically in supply from Global Sourcing

– And cost pressure will drive generic skills to be more and more delivered Globally

IT skills that require insight in business processes locally, understanding of industry/domain knowledge will continue to grow steeply locally – and cannot/ will not be easily supplied globally

Strong IT skills combined with another domain knowledge is in high demand within a number of areas – and cannot be supplied from low cost countries





End of presentation

ibm global technology services it skills: local sourcing vs global sourcing - what are the...

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ibm technology

global level

ibm corporation slide

ibm global delivery

project management skills

local vs global scarcity

development skills programming

sren damgaard ibm denmark